As the functionality and scope of Web sites and applications has grown over the years, so has the prevalence of Help pages. Nearly every feature has an explanatory article outlining how to use it and why. But most Help pages are walls of text making them hard to act on. So a few years ago, we tried something different.
First let's look at the status quo. This Help page from Amazon is both pretty typical and by those standards, pretty good. It's specific to one topic, brief, outlines steps clearly, and includes links to help people accomplish their intended task. Companies iterated to these kinds of Help pages because they mostly work and because they're less work.
Keeping Help text up to date and accurate is less labor-intensive than updating images or videos with the same information. But as the old saying goes, a picture is worth a lot of words and there's a reason many people turn to video tutorials to learn how to do things instead of reading about how to do them.
When building Polar several years ago, we wanted a more approachable and fun way of helping people learn how to use our product. And while you might say "the best Help pages are no Help pages -just make your app easy to use" not all Help pages are smearing over usability issues. Some introduce higher level concepts, others outline capabilities, and some serve as marketing for specific features.
So with those goals in mind, we iterated to a simple formula. Each concept or feature gets a Help page that has a title alongside 1-2 sentences and as many sections consisting of a title, 1-2 sentences, plus a graphic as needed.
This approach meant people primarily relied on images (or their alt tags if visually impaired) to figure out how to get things done. So we iterated a fair amount on the images to find the right balance of detail and abstraction. Make the UI too realistic and it becomes hard to focus on the relevant elements. Realistic UI images also need updating anytime the actual product UI changes. Conversely, make the image too simplistic and it doesn't provide enough detail for people to actually learn how to do things.
Of course, not all Help topics are well suited to an image but the process of trying to create one often triggers ideas on how to simplify the actual UI or concepts within a product. So it's worth the iteration.
But is a visual approach to Help pages able to scale? Assuming it works, can companies invest the time and effort needed to generate all these images and keep them up to date? Perhaps in a time of image generation AI models, it's increasingly possible through automated or supervised pipelines. Time will tell!